Senior Technical Support Engineer

Stack

Responsibilities

• ▹Be the go-to escalation point for technical support inquiries across customer setup, LangChain products, and deployment issues
• ▹Work directly with engineering, operations, documentation, and product teams to resolve bugs, suggest patches, and advocate for customer needs
• ▹Partner with Deployed Engineering to support critical enterprise customers
• ▹Build and refine internal tooling, diagnostics, and runbooks for complex issue triage
• ▹Lead post-mortems for critical incidents and feed learnings back into product and documentation
• ▹Help refine KPIs for support health (MTTR, CSAT, bug recurrence) and drive continuous improvement
• ▹Improve documentation and knowledge articles for proactive, 1-to-many support
• ▹Mentor and coach other support engineers

Requirements

• ▹6+ years in technical support, solutions engineering, or SRE roles in deeply technical B2B environments (observability, infrastructure, data platforms)
• ▹Expert troubleshooting across APIs, SDKs, distributed systems, and cloud-native stacks
• ▹Python programming experience
• ▹Hands-on knowledge of Kubernetes and Docker
• ▹Comfort working with logs, traces, and metrics in Datadog and third-party integrations (OpenTelemetry, LLM providers)
• ▹Experience supporting enterprise customers and collaborating with engineering on complex escalations

Nice to have

• ▹TypeScript experience

Soft skills

What we offer

• ▹Annual salary range $130,000-$195,000 USD
• ▹Base salary, variable compensation, meaningful equity
• ▹Medical, dental, and vision coverage
• ▹Flexible vacation
• ▹401(k) plan
• ▹Meals on in-office days (US)

About the company

LangChain builds the foundation for agent engineering, helping developers move from prototypes to production-ready AI agents. Raised $125M Series B from IVP, Sequoia, Benchmark, CapitalG, and Sapphire Ventures; its platform (LangSmith, LangChain, LangGraph, Deep Agents) has 100M+ monthly open-source downloads and 6,000+ active LangSmith customers, including Klarna, Coinbase, Workday, and Nvidia.